Survey: USAA Ranks Highest for Servicing

A J.D. Power and Associates Survey has found that USAA Federal Savings Bank ranks highest in customer satisfaction among mortgage servicing customers.The study measured customer service based on four factors: the administration of the customer's account, the billing process, the payment process, and the process of contacting the servicer when necessary. J.D. Power said USAA ranked highest in all four areas. BB&T and Citizens Bank ranked second and third, respectively, in the study. GMAC Mortgage and Wells Fargo rounded out the top five. The study also found that 45% of mortgages do not remain with the originator for servicing after the loan is closed, and customer satisfaction is significantly lower among customers whose mortgage is passed on to a different company for servicing. "While this is common practice in the industry, removing the homeowner from the decision to sell the mortgage to a different company for servicing can create confusion and a sense of betrayal among customers," said Rocky Clancy, executive director of the banking and mortgage practice at J.D. Power.

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